Recapped the callprior toending/transferringAnswered thecall within 10seconds (micdown vs up)Ready to takethe callCelebratedwins with thecustomer(reassurance)Dispositionedthe callproperlyProvidedclearinstructionsTroubleshootedthe issuebeforetransferringLeftdetailednotesDidn'tover talkthecustomerAssured thecustomerthat we canassistAskedprobingquestionsScheduleda callbackAsked "if there'sanything else toassist with" priorto transfer/callendingEnthusedtone fromstart tofinishSent anACE toa peerConfirmed thereason forcalling outsideof thecompassionstatementReassuredthe customerwith 3 powerwordsSharedbestpracticeswith a peerBrandedthe callTailored theempathystatement tothe reasonfor callingOwned theresolutionwith positivephrasingFollowed theproper 5-point holdprocedureRemainedconversationalUsedtoolsAssistedin thegroupchatDeliveredanexceptionalexperienceMentionedtheoutboundscriptBuild rapportaround thesmart deviceAcknowledgethe customerby their nameWarmTransferRecapped the callprior toending/transferringAnswered thecall within 10seconds (micdown vs up)Ready to takethe callCelebratedwins with thecustomer(reassurance)Dispositionedthe callproperlyProvidedclearinstructionsTroubleshootedthe issuebeforetransferringLeftdetailednotesDidn'tover talkthecustomerAssured thecustomerthat we canassistAskedprobingquestionsScheduleda callbackAsked "if there'sanything else toassist with" priorto transfer/callendingEnthusedtone fromstart tofinishSent anACE toa peerConfirmed thereason forcalling outsideof thecompassionstatementReassuredthe customerwith 3 powerwordsSharedbestpracticeswith a peerBrandedthe callTailored theempathystatement tothe reasonfor callingOwned theresolutionwith positivephrasingFollowed theproper 5-point holdprocedureRemainedconversationalUsedtoolsAssistedin thegroupchatDeliveredanexceptionalexperienceMentionedtheoutboundscriptBuild rapportaround thesmart deviceAcknowledgethe customerby their nameWarmTransfer

HERO Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


1
N
2
G
3
B
4
I
5
O
6
I
7
O
8
N
9
I
10
G
11
B
12
O
13
G
14
G
15
G
16
B
17
N
18
B
19
B
20
O
21
N
22
I
23
G
24
I
25
O
26
B
27
O
28
N
29
I
  1. N-Recapped the call prior to ending/transferring
  2. G-Answered the call within 10 seconds (mic down vs up) Ready to take the call
  3. B-Celebrated wins with the customer (reassurance)
  4. I-Dispositioned the call properly
  5. O-Provided clear instructions
  6. I-Troubleshooted the issue before transferring
  7. O-Left detailed notes
  8. N-Didn't over talk the customer
  9. I-Assured the customer that we can assist
  10. G-Asked probing questions
  11. B-Scheduled a callback
  12. O-Asked "if there's anything else to assist with" prior to transfer/call ending
  13. G-Enthused tone from start to finish
  14. G-Sent an ACE to a peer
  15. G-Confirmed the reason for calling outside of the compassion statement
  16. B-Reassured the customer with 3 power words
  17. N-Shared best practices with a peer
  18. B-Branded the call
  19. B-Tailored the empathy statement to the reason for calling
  20. O-Owned the resolution with positive phrasing
  21. N-Followed the proper 5-point hold procedure
  22. I-Remained conversational
  23. G-Used tools
  24. I-Assisted in the group chat
  25. O-Delivered an exceptional experience
  26. B-Mentioned the outbound script
  27. O-Build rapport around the smart device
  28. N-Acknowledge the customer by their name
  29. I-Warm Transfer